SunTrust Bank Super Bowl Integrated Digital Strategy

The challenge: When a regional bank rebrands itself by launching a movement to inspire people to think about money in a new way – and launches that movement with a national Super Bowl spot – how do you effectively amplify that message in the digital space?

The solution: When SunTrust Bank launched it's movement to help people – especially Millennials – move from financial stress to confidence with a groundbreaking national Super Bowl spot, we needed to amplify that movement across multiple channels.

I led the digital strategy, working closely with key clients from web, eCRM, insights & research, social and content teams, as well as external agency partners in order to ensure a seamless experience throughout the entire digital ecosystem.

The team at StrawberryFrog launched onUp.com, developed by our partners at Infusion, as a digital hub to anchor people in the experience of the onUp movement, encourage them to think about their relationship to money, and guide them on their journey to financial confidence.

We designed a "Buzzfeed-like" quiz as the centerpiece of the website, providing a fun way to get people to think about money and their relationship with it, while at the same time allowing the digital marketing team to segment people into the bank's CRM funnel and retargeting matrix in order to connect with them in a highly relevant, purposeful manner.

Facts about the relationship between money and the stress in people's lives inspire a new way of thinking, personalized tip and finance hacks motivate them to take a simple step forward, and relevant and shareable content lets people to share what they've learned with their network - all this in service of helping move Americans to a place where they feel more confident about their money.

The Mental Wealth Quiz allows users to discover their financial profile, and allowed SunTrust to segment them in order to provide hyper-relevant information via an eCRM nurturing program.

Super Bowl Commercials 2016 | Hold Your Breath

The extended cut of the SunTrust Super Bowl 50 commercial to launch the #onUp movement.

Orexo Out The Monster Social Media Strategy

The challenge: The epidemic of accidental opioid addiction has spread across the United States, but people aren't really talking about it.

How do you raise awareness about this type of addition and defeat the stigma that surrounds it, in order encourage people to talk about and seek treatment?

The strategic solution: Create a platform where accidental addicts can share their stories and support others, bringing the disease out of the shadows and into the light.

The creative solution: The StrawberryFrog team had launched the Out The Monster movement for Orexo, with a website, book, internal activations, and film and needed a smart social strategy to complete the integrated plan.

We launched Out The Monster across three distinct social media platforms – Facebook, Tumblr, and Twitter – and revamped Orexo US's LinkedIn presence.

Out The Monster was awarded a Gold Lion in the Pharma category at Cannes in 2015.

My Coke Rewards Holiday 2014

The challenge: Create an exciting, socially-driven program to keep My Coke Rewards members interested and engaged for 8 weeks over the course of the Holiday 2014 season. The program needed to align with the brand's above the line Holiday marketing and advertising, featuring the classic Coca-Cola Santa Claus.

The human insight: The holiday season isn’t all about the big stuff – bright lights and shiny objects and “must have” toys. People are committed to paying their own happiness forward.

The strategic platform: Sometimes the smallest gift brings the most joy.

The creative solution: Every year Santa spreads happiness by fulfilling our holiday wish lists, so for My Coke Rewards' 2014 Holiday activation, we asked people to fulfill some of the wishes on Santa’s list - spreading joy to friends, family, and even strangers. Our MCR members engaged on the MCR platform and on their own Twitter and Instagram feeds.

We thanked them for participating with partner rewards, MCR status points, and animated Vines that they could share with their friends.

Santa's Wish List - My Coke Rewards

Santa makes everyone’s holidays magical. But this year, he has a few wishes of his own — and he’s doesn’t need and extra toys. All he wants is for us to make someone happy.

A collection of light touch interactions and social engagements to inspire My Coke Rewards members and their networks to spread a little joy during the Holiday season.

#Happy

One of Santa's Wish List items asked people to do something nice for someone they care about and tag it with #SantasWishList #Happy

My Coke Rewards McD Thank You

Santa and McDonald's sent select MCR members a Thank You video for their participation

My Coke Rewards Home Depot Thank You

A Thank You Vine was sent to select MCR members from Santa and MCR partner, Home Depot

My Coke Rewards Share A Coke 2014

The problem: Coca-Cola was set to launch the Share A Coke campaign in summer 2014. Bottles labeled with popular names would begin appearing in stores all over the country in advance of the TV Spot.

How do you successfully leverage My Coke Rewards loyalty program to launch the global phenomena - Share A Coke - into the US market in a way that incites teens not just to buy Coke, but to participate with Coke online? And keep them excited all summer long?

The human insight: The people we want to talk to are more than just consumer of brands, they are co-creators.

The strategic platform: Make Coke your own.

The creative solution: A series of socially fueled interactions on the My Coke Rewards platform that delivered on defined criteria:Make the idea immediately actionable; Make it shareable and social. Every time; Provide a benefit to our consumers; Reward our people for the social actions they're already doing.

Working closely with key clients, I created a digital map documenting the interplay of the multi-channel Share A Coke campaign.The client version includes distinct channel roles and the accompanying KPIs.

My Coke Rewards

The challenge: How do you reinvent the largest loyalty program in the country for a truly digital-first generation, while still keeping the current membership happy and excited?

The strategic solution: Our team at Wunderman led the strategic evolution of My Coke Rewards. What was formerly a transaction-based loyalty program is now a deeply social, activity-based engagement platform. Transforming the platform has led to more meaningful interactions between the 23+ Million MCR fans and over 100 of their favorite brands.

As the ongoing partner for the MCR team and their customers, we continually developed new ideas to enrich the brand-customer relationship, ranging in scale from light-touch social interactions to integrated campaigns.

Personalized Homepage

Dynamically display the most relevant content and promos based on user profiles

Light touch components allow fans to be rewarded for social action and can be seen throughout the site

The power of the platform

With emerging technology and the support of the MCR platform, we develop concepts that encourage consumers to have fun with Coke and all other participating brands, such as virtually collecting a series of promotional cans

Nokia US Social Media Strategy

The Challenge: Develop a holistic social media strategy for Nokia's US brand. Collaborate with global agency partners and content creators in order to provide a seamless, fan-centered experience.

The Solution: We created a comprehensive social media strategy for Nokia US to grow their audience across all social channels, leverage their blogger and influencer partnerships, and tell their brand story to a new audience - without alienating their existing fans.

Based on information from our social listening team and data on the effects of the brand's other social efforts, we launched a series of Pinterest boards, sponsored Twitter chats, and deepened blogger outreach.

We saw a 180% growth in Facebook fans, with the PTAT metric increasing 5928%. Organic reach for Facebook grew 1129% during this time. The Pinterest user base grew by 271%.

Our social media strategy for Nokia US was on the shortlist for a 2013 Sigi Award.

"I Heart Nokia" on Pinterest

The challenge: How can Nokia US engage its loyal fans in a new way and tell their brand story to people who might not realize how amazing and different the Lumia family of phones really is and drive them to try them out?

The creative solution: We launched Nokia's Pinterest presence with a group of creative boards highlighting the Nokia Lumia family of phones' differentiating qualities to raise awareness of the phones, to grow interest in them, and to engage a small, but vocal fan base.

One of our boards, titled "I Heart Nokia", played on the excitement of Nokia's fans, asking them to answer questions about their love for Nokia on Facebook, and then turning those answers into highly shareable works of art. "I Heart Nokia" was short-listed for Wunderman's Sigi awards in 2013.

I Heart Nokia

Every week, we posted a Nokia-love question to our 10 million+ Facebook fans asking them to show the love they have for their Nokia phones. We posed questions like "If you and your Nokia had a theme song, what would it be?" and "What is your favorite Nokia Lumia color and why?"

We turned the most interesting answers into beautifully designed artwork and uploaded them to a board called "I Heart Nokia." Fans were directed to Pinterest to see the finished posters and follow the board.

United Airlines Social Operations Playbook

The challenge: How do you bring online customer service representatives, community managers and reservation agents together to offer the best service to people in the shortest time possible?

United needed cultural understanding, well-trained frontline staff and data infrastructure in order to “Make the social media skies flyer friendly.”

The solution: Understanding customers’ needs and communicating with them in the moment, in a highly personal, solutions-oriented way builds rapport with, and loyalty from, valuable strategic travelers.

Through analytics, we demonstrated the growing gap between United and its competitors to help our clients obtain approvals to staff a frontline response team.

We created a Social Media Playbook and training materials to empower frontline reservation agents to communicate 1:1 with travelers. And put loyalty and flight data at the fingertips of social media agents to drive personalized solutions.

The results?

From last place to industry leader

#FAIL association fell by 50%

Positive brand sentiment more than doubled

50% more customers handled per hour

40% faster response time

12 point increase in Traveler Satisfaction

United was a finalist in the 6th Annual Shorty Awards for Best Use of Social Media for Customer Service,

Social Operations Playbook

We created a social operations playbook to train and support United's customer response team, their community managers, and any other members of their social media team.

One of the key pieces of our playbook was a 40+ page FAQ section, detailing the most common questions - and complaints - from travelers, and the best ways to respond to them. Instead of offering rote answers, we gave suggestions and explanations to empower the United team.

@united Customer Service on Twitter: From Black Hole to Top Shelf

United Airlines International Social Media Strategy

The challenge: How does a global airline connect with travelers in key markets while still keeping central brand control? What channels should they use, and, more importantly, which of their key markets should they test the strategy in?

The solution: Our team led the research and investigation to determine the best country for United Airlines to pilot an international social media presence. After conductiong multiple interviews with key stakeholders, we agreed that United should pilot its first international social presence in the UK, coinciding with the reopening of their Heathrow terminal.

We developed the strategic positioning for United Airlines to pilot a social media presence in the United Kingdom and briefed the Wunderman UK team to handle the day-to-day social media management.

United Airlines Global Cover Image

Global, on-brand content visible to all regions

Geo-specific content

Levi's Fall 2012 Look Book Social Strategy & Activation

The challenge: How do you help a legendary brand, known for denim above all else, launch their premiere collection in the digital space, while staying true to their heritage and aligning to an existing above-the-line campaign?

The collection, the first in Levi's history, was to serve as an announcement and demonstration of the future vision of the brand.

The solution: Our team at Wunderman created an interactive Look Book for Levi's Fall 2012 collection which laddered up the the above-the-line Wieden+Kennedy campaign with the creative platform of 'pioneer your own future.'

Based on the insight that lovers of Levi's are primed to become advocates and evangelists, but in this hyper-personal digital age, if they don't see themselves in a brand, they will assume it's not a brand for them, Wunderman created an immersive experience that delivered a variety of rich media content tailored to who consumers are and what they love in order to grow awareness and advocacy of the new collection.

On a parallax site, each product line contained a three-tiered story, introducing the product, sharing influencer videos and quotes, pulling in Twitter comments and providing product-inspired prompts to create further conversation, and allowing consumers to explore and interact with videos of the models in studio.

User engagement was high with time spent on the site averaging four minutes.